The Great Gloom 2023: The Impact of Employee Unhappiness on Customer Success
An alarming research by The Wall Street Journal and BambooHR highlights a massive decline in employee happiness across all industries.
According to this study, the two most affected verticals are:
Healthcare
40% decline since 2020, with an accelerating trendline of 89% in 2023.
Education
97% decrease from January to May 2023.
Happiness is also down in Tech with a 15% drop since the beginning of 2023.
Layoffs, financial struggles, and the famous but unpopular return-to-office mandates contribute to this decline.
Implications for Customer Success
Here are four key takeaways that will impact your job as a CS professional directly:
“Love The CS Cafe! It’s my source of inspiration.”
—Shannon, Premium subscriber.
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Industry-Specific Issues
Focus on service quality and customer satisfaction based on your industry’s dynamics.
Remote Work Dynamics
Advocate for flexible or remote work environments to drive positive customer interactions.
Diverse Workforce
Recognize the positive impact of diversity in hiring on employee and company performance.
Employee Well-being Impact
Understand that employee success is an integral part of customer success.
Plus, the report shows that employees in Non-profit organizations are happier at work.
This is proof of how creating a positive workplace with a shared purpose can increase overall employee satisfaction.
And That’s It
The state of employee happiness across industries has direct implications for Customer Success.
HR and leadership teams must therefore double down on employee well-being as a strategic element to drive customer satisfaction and retention.
-Hakan.
